bt reach a new low (RE: mac codes)

<rant warning>

i rang up today to get mac and i feel sick to the stomach with the conversation i've just had. i asked for my mac code. so the representative started to go through the motions as to why i want to leave. and so i complain about the shocking service. she says they can count the complaints they have had on one hand and they are voted top isp for service according to bbc's watchdog....

at this point i said "stop right now. just give me my mac code". and she said she needed the details of my new isp. i refused to give them to her. she said that mac codes were not to be given to customers and that they had to process it. i called her a liar. she says "why i would i lie". i then told her i know exactly how mac codes work and that i have 30 days to sign up with a new isp. at this point she said i could have my mac, but BT reserve the right to cut me off within 48 hours......

i again tell her she is not being honest with me. she says "one moment" and puts me on hold....... i get some music for a few minutes and then the line goes dead. i refuse to hang up and for the next few minutes i can hear background office noises. then i hear a distant voice "hello........" and so i reply but no answer.at this point i lose my rag and start swearing down the phone (not big or clever but i was getting angry at this point). i said "i'm not ********** hanging up. if you want to cut me off go ahead but i'm not putting this phone down. then mysteriously a few moments later she's back on pretending she didn't hear me?

"sorry sir, i thought we had lost you there." i said "stop messing me around. i know exactly what you're doing". at this point she says "your mac code is" and then the line goes dead.

well what a kick in the teeth that was. never in my life have i been so disgusted with my treatment from a company that i pay for a service.

i can't believe what she did was company policy. either way i'm truly disgusted with BT right now........

Not good at all...

i completely sympathize with you, i have had many a frustrating telephone call with BT. one particular call, i was put on hold while i was still talking to the rep, how rude
I have since taken my custom elsewhere, and thankfully don't have to deal with BT any more.
My stress levels have also gone back down to normal

well i saw the email address for the CEO in another thread so i fired off a complaint.... and i was pleasantly surprised to get a reply a few hours later. i got an apology for the rudeness but nothing was said about the barefaced lies. not surprising really given he only has my side of the story so i can't blame him for that. but hopefully they recorded the call so what i said can be verified.

so long as my mac is sorted pronto, i'm not too bothered with the rest of it. i just can't wait to leave now.

today is a great day. i've signed up with ukfsn and i also received a letter from bt with

When I asked to move they were quite pleasant but told me to visit the Watchdog website about other ISPS I would be moving too. How Ironic.

The CEO office are very good. Shame the main support is not so good!

I'm glad the CEO made a gesture like that, restores a little faith back in BT. Shame their still using disgruntled agency staff in their call centres though, really does deminish the brand.